Discipline makes Daring possible.

Musings from The Disappearing Boss on People, Process and Responsible Autonomy for small-business employers.

Connecting
April 15, 2020

Connecting

Last night I discovered Johann Hari and his work on depression, anxiety and addiction.

His findings are fascinating, and chime very much with my beliefs on what motivates people, and how you help them to be happier and more productive.

Humans have fundamental physical needs – food, clothing, shelter, sex.

We also have fundamental psychological needs – autonomy, mastery, agency, purpose and above all connection with other people.  We need to be seen and valued.

I’d be interested to know what the current situation is doing for those needs right now.   I suspect that some of the psychological needs are being better met for some people, while for others some of the physical needs are under threat.

If Covid-19 is an opportunity for a reset.   It’s going to be worth thinking about what comes back after the reset button is released again.

How can we ensure that more people have more of their fundamental needs met intentionally and consistently, without killing ourselves or the planet in the process?

It’s a big question.  But we can start small, with where we belong – with our own families, friends and businesses.

Here are the TED talks:

https://www.ted.com/talks/johann_hari_this_could_be_why_you_re_depressed_or_anxious

 

https://www.ted.com/talks/johann_hari_everything_you_think_you_know_about_addiction_is_wrong

 

Self checkouts are great for social distancing
April 9, 2020

Self checkouts are great for social distancing

I now by preference use the self-checkout at my local Co-op, out of consideration to the person behind the counter.

But it also feels much better to use the self-checkout when I know the next person in the queue is two metres away –  I feel somehow less pressured, less rushed.

Will this change of feeling last beyond the crisis?   Who knows?  On my part I doubt it.

But I may not have the choice.

There may not even be a supermarket.

We really are living in interesting times.

Stepping into empathy
April 8, 2020

Stepping into empathy

If, like me, your business-to-business offering feels a discretionary spend at the best of times, you’re probably thinking “Where will I fit in after this is all over?”

The answer?   Wherever, whenever and however the people you serve are going to need what you can do for them.

The only way to find out where this will be is to step outside the bubble of your own concerns and put yourself in their shoes.

Not their shoes now, but their shoes down the line, when the urgent crisis is over, the extent of the damage better known, the time when the people you serve will be asking themselves the question “Where will I fit in after this is all over?”

For the right people, what you offer will never be a discretionary spend.

And we only find the right people with deep and deliberate empathy.

Sweeping
April 7, 2020

Sweeping

Yesterday, on my early morning walk/shop I went past a local pub.  It’s an enormous 1930’s pub, surrounded by an equally enormous car park.   Empty of course.

Except for one man, sweeping.

“That is going to be the cleanest car park ever.”  I quipped.

“I’m doing it for cardio, I’m not a jogger.”

But he was also doing it like it was a Zen garden.  Systematically, methodically, calmly.  Sweeping everything into neat little piles, one in each marked parking space.

Beautiful.

And I never thought I’d say that about an empty pub car park.

Spring cleaning
April 6, 2020

Spring cleaning

The office I worked in 12 months ago is gone.

It’s hidden under the shortcuts, distractions and “that’ll come in handy”‘s of the past year.  Some bits of it don’t even apply any more.  the world has changed since then.

Time to tidy up.

Tidying up isn’t just about de-cluttering and discarding.   It’s also a chance to reminisce and rediscover.   To remind myself that I’ve got many things right,  that I know what I’m doing, and that what I’m trying to achieve hasn’t changed, only the way of going about it.

It’s also a time to refresh and  re-focus on what I’m trying to do and look forwards at how I’m going to make it happen now.

Of course I’m not just tidying up my office.  I’m tidying up my business.

Spring cleaning, ready for the year ahead.

Managing blind
April 3, 2020

Managing blind

If you know about Neuro-linguistic Programming (NLP), you’ll know that people have preferred channels of communication and expression.   Some people lean towards images, others towards words, others towards feelings.

Not surprisingly, these preferences apply to how people take in the information that convinces them of something, for example, whether or not someone is doing a good job.

Try it.  Ask yourself  “How do I know someone’s doing a good job?“

Is it by seeing them do it?  Is it by reading a report they’ve produced?  Is it by hearing someone tell you?   Is it by doing it with them?

The preferred channel isn’t the whole story though, we also have a preference that relates to time and frequency – how many times we need to experience the signals of a job well done, in order to be convinced that the person doing it can be safely left to themselves.

Some people are immediately convinced, they only need to see/read/hear/do once, and they are happy to let the person carry on.

Others need a few instances before they are convinced.

Yet others need to keep receiving the evidence because they are never quite 100% convinced, no matter how many times they see/hear/read/do.

Clearly this has implications for what might be appropriate roles for the individuals in your team, depending on the kind of business you do.   And there are dangers in it, as I’ve talked about before.

It is of particular relevance if you are a manager or business owner, when one or more of the usual channels are not available.

The first part of the answer for most businesses, is to switch to measuring outcomes, not work.

The second is to run spot-checks at a reasonable frequency, which can take different forms.

For example you could arrange to ‘accompany’ someone as they perform their job.   You give notice, so they are prepared, because you are not so much checking what they are doing as monitoring the reactions of the people they interact with as they do it.

Or you can ‘mystery shop’ – the non-creepy equivalent of observing covertly, from a distance.   Better yet, get a professional to do it for you on a regular basis.

And you can give everyone a stake in success, by truly sharing ownership.

The point of this post, and some of the others I’ve written this week, is to show that there may be reasons beyond the immediate crisis that are making you and your team feel uncomfortable and demotivated.

Of course the priority now is get set up just enough to survive.

But there is no need for things to be worse than they are, and soon you will have some time to invest beyond survival.

By taking the time to understand individual working styles, so you can work with the grain of every member of your team (including yourself), you’ll come out of the other side stronger.   And you’ll have showed your team you care.

Here’s the book reference again: “Words that Change Minds”, by Shelle Rose Charvet.    Check out the website too.

Variety
April 2, 2020

Variety

Many years ago I had a job interview for Booz Allen.   Almost the first thing the interviewer said to me was “You’re a bit of a butterfly aren’t you?”

They were wrong.  I was just following a normal pattern for someone with my appetite for change.

In work,  I’m motivated by evolution rather than stability, and every 3-5 years or so I feel the need to make a big shift.   I’m not unusual, that’s how most people like to operate at work.

My interviewer was possibly in a different camp.  I asked them how long they’d been with Booz Allen.   “20 years.”  Clearly in the ‘I like things to stay the same over a long period of time’ preference.  Or perhaps their motivational kicks came from working with an international consultancy firm – if the job involves the required level of variety, there’s no need to switch jobs to get it.

I’ve also met people at the other extreme, who are motivated by constant change and uncertainty, and who will pivot almost every year.

The point here is that even without a crisis, it’s worth understanding your own and other people’s appetite for change.  People will be de-motivated, under-perform and eventually leave if they aren’t getting what they need from the job they are in.

In a time of crisis and uncertainty this is even more important.  A few will thrive on it.   Most will find it uncomfortable, unsettling, but bearable.  A few will find it almost intolerable.

Bear this in mind as you shake down to remote working.  Of course the priority is to get things working and keep going.   But if this situation lasts, or you decide to change your way of working altogether it’s worth adjust things in line with these preferences.

It may well be that moving people into different roles will help them and you get through it better.

PS the man swapping hats with Charlie Chaplin is Harry Lauder, a music hall (variety) star in his day, and according to Gibbs family tradition, a relation of ours.

Switching focus
March 31, 2020

Switching focus

It’s been amazing to see how quickly many businesses have been able to switch to some sort of online delivery model over the last week or so.

Continuing my musings on ‘Working Styles’, here’s something to bear in mind though, especially for your sales team.

To be good at sales, or customer service, or support, people need to be get some of their motivation from other people – they need to be externally focused.

So far, so good.   But the context of sales can vary, and individuals can have very different working style preferences and still be excellent sales people – as long as the context they are in remains congenial.

For example, a good salesperson can have a reactive preference – that is, they act on things that happen, rather than initiating events.   That’s perfect for physical retail, where customers don’t want to be pestered, yet want attentiveness when they ask for it.      People with a proactive preference, on the other hand are more suited to a field sales role, where they have to go out and find clients, or for pulling in customers through promotions outside the premises.

Bear these preferences in mind as you switch to online.   Working against the grain of their preference will be more difficult for both proactive and reactive people.  You could, for example have the reactive people man your chatlines and customer service lines, while the proactive people do online networking and phone calls.

To find out what preferences the people in your business have, I recommend “Words that Change Minds” by Shelle Rose Charvet.   I’ve used this approach many times, to help with franchisee recruitment, and to help individuals identify what they should be looking for in a job or career.   It can be done in 20 minutes, via a telephone interview.

Now would be a great time to find out what makes your people tick.